Manager, Business & Technical Support

About the Position

Join The Royal Ottawa Mental Health Group as the Manager, Business & Technical Support, a key leadership role driving the systems, analytics, asset management and planning functions that support Facilities Management. Partnering with operational leaders, you will lead performance measurement, CMMS and facilities data management, asset and lifecycle planning, quality assurance, and contract performance support. By transforming data into actionable insights, you will help guide strategic decision-making, capital investments, sustainability initiatives and long-term asset stewardship. This is an exciting opportunity to shape the future of Facilities Management and deliver meaningful organizational impact.

Key Responsibilities

• Develop, implement and maintain the Facilities Management governance framework, business processes, standards and operating controls.
• Coordinate strategic planning activities and support annual business planning, operational reviews and priority-setting within Facilities Operations.
• Develop Statements of Work, service specifications, performance requirements and measurable service standards.
• Monitor compliance with SLAs, KPIs, contractual requirements, service standards and applicable organizational and regulatory requirements.
• Provide strategic, analytical, and administrative support for Facilities asset management, capital planning, project governance, and investment decision-making activities.
• Monitor and reports on asset management and capital project performance.
• Lead the implementation, optimization, governance and administration of CMMS and other Facilities Management technology platforms.
• Coordinate system integrations, enhancements, upgrades and process improvements with corporate IT and other stakeholders.
• Design and implement facility-wide quality assurance programs, standards and methodologies across hard and soft services.
• Analyze audit results, performance trends and customer/service data to identify opportunities for improvement.
• Maintains and analyzes facilities, space utilization, occupancy, sustainability, environmental, compliance, and portfolio data to support operational planning, reporting, and decision-making.
• Identifies trends, opportunities, risks, and areas for operational improvement, efficiency, resource conservation, and effective utilization of facilities assets.
• Lead, coach and develop direct reports, establishing clear expectations, accountabilities and performance objectives.
• Establish effective working relationships with clinical and support services, Finance, Procurement, IT, Human Resources and other internal stakeholders.

Qualifications

• 3-year diploma in Engineering, Facilities Management, Architecture, Building Sciences, Business Administration, Asset Management, Project Management, or related field.
• 7-10 years of progressive facilities management, asset management, engineering, project management or operational support.
• Knowledge and experience managing CMMS systems and performance reporting.
• Experience supporting outsourced service contracts, vendor governance, lifecycle planning, and capital project delivery.
• Asset management, capital planning, data analytics, CMMS administration, procurement and contract support, quality assurance, healthcare facilities operations.
• Ability to optimize CMMS systems and leverage operational data to develop KPIs, dashboards, and performance reports.
• Knowledge of asset management, lifecycle planning and capital renewal principles.
• Ability to develop and maintain governance frameworks, business processes, standards and quality assurance programs.
• Ability to apply business intelligence and analytical tools to support planning, risk management and decision-making.
• Knowledge of contract management, vendor governance, service specifications, SLAs and performance requirements.
• Project planning and coordination skills, including capital project monitoring and reporting.
• Ability to identify operational risks, compliance gaps and process improvement opportunities.
• Strategic thinking, financial acumen, problem-solving and decision-making skills in a complex operational environment.
• Communication, relationship management and change leadership skills, including presenting complex information to senior leaders and diverse stakeholders.

Language Requirements

• English level A- is mandatory in oral expression, comprehension, reading & writing. Bilingual (French/English) is considered a strong asset.